I have spent three years with an elderly mother trying to cancel the service. Her deceased husband had a password and they would not cancel without the password. We had the bank cancel the payment and they are still trying to collect on a service that hasn't been used for over 3 years. I spent 32 minutes with them today with no success. I consider them to have fraudulent business practices. read more

Overall, I would not recommend this security/camera company to anyone! Starting with the installation, the young man that come out didn't know how to problem solve issues and I had to tell him how to wire the panel into the electrical outlet and this was after he made a huge hole in the wall! I've had problems with the door lock not working as programmed. Now the smoke detectors randomly alarms and they keeping telling me it's dust on the detector; however, I pulled it down to clean it and it's as clean as new! Last night the smoke detector started chirping out of the blue. My initial thought was it needs new batteries, so I pulled it down and of course, it takes unusual batteries, the 1234a. I had to go to the local hardware store to buy new ones, $18 later! I put it up and all seemed well until 15 minutes later it started chirping again. So I get the 12' ladder, climb up and take it down. I get on the support chat for help and the guy tells me it's not programmed correctly! Why would the programming effect it at 5:30 pm on a Thursday night after being up for 2 years? The customer service technician today said that it would not, so sounds to me like they just don't know what they're doing and make up some stupid excuse as to why it's being problematic. We troubleshoot it and it finally seems to be working fine. I get it back up on the ceiling and settle down to watch TV. 15 minutes later it started chirping again. So I'm back online with their chat support. Now she's telling me it needs to be cleaned which I already know it's clean but I pulled it down again. Perfectly clean! I reset it according to her instructions and put it back up! At this point I'm so frustrated that I spent 2 1/2 hours troubleshooting their equipment, I ask for a new detector and to have my monthly payment to be credited back. She will send a new detector but it will cost me $100. I say, "No way" and refused to pay for a new one. She say she will monitor it and if I have continued problems they will send me a new for free! She also tells me she's only authorized to give me a $15 credit on my account. I called today and got the new detector sent free and another whole $5 credit on my account! I think this company has some real problems it needs to get fixed and would not at this time recommend their service or equipment to anyone! read more

Teach your employees how to drive! One was out here near Riverside Elementary today and ran a stop sign! Idiot nearly hit us and didn't even care! I'm sure that's how you treat your customers, too, and it shows! read more

Have had their service for about a year now. If I have an issue and call support I talk to knowledgeable pleasant tech. However, they are not " simply-safe DIY"priced service yet they act like it. My last call was regarding installation of a WiFi garage door opener on second garage. 1st garage works great. New WiFi works great, but in the installation process the wall opener became disconnected. I have called twice to simply get a tech out to restore. The phone tech wants to take me through a hunt and search routine. Last call they asked that I have an electrician verify. Right. Told them fine, I will have an electrician restore and they are off the hook. I do not recommend. Stay with ADT or if DIY simply-safe is your better choice. read more

I would give them zero stars if that were possible. It is January 31st and my cameras have not been working since the week of Christmas. I have chatted with customer service many times and done all kinds of troubleshooting with their tech people to no avail. TWICE I have had appointments with their technician to come to my home and fix it. I have spent 2 Saturdays waiting for them and no one ever shows up and when I call them they have told me there was a glitch in their system and I was not showing on their schedule even after I had received confirmation emails for my appointment. Now I am trying to cancel my service and no one seems to be able to take care of that either. The worst company to deal with. DO NOT GET VIVENT read more

We have had this system for less than 60 days. Overall quality and support are 2 stars at best. We have already had two broken sensors. Customer service is very difficult to reach and wait times to talk to someone are quite long. Support staff are not knowledgeable on their system and expect you to do most of the troubleshooting. Vivint also does not offer same day support in case of a product or system failure. read more

Update 11/12/23 After over 4 hours on phone calls to Vivint in the past 5 months, I decided to put the situation in writing and send it to several customer service emails within the company, and I even found an email for an executive. Plus (who knew?) they have a "CEO escalation form" for when you've exhausted customer service options. One thing I noticed, though, is even after my emails to customer service, I received a response to call or chat. Been there, done that. They really do not want emails. The exception appears to be either the Escalation Form or email I sent to the executive. Not sure which one worked. I sent the email on 11/7. On 11/8 we received a call from the executive office. Nice guy and we went completely over the situation. He agreed the package was lost by FedEx and said the money would be refunded. On 11/10 it went to our account!! So, persistence does pay off. We really like the system and have no complaints with that. I upgraded stars a little bit. Customer service is ok but you evidently need to know the workarounds from the normal process and be very persistent. read more

I Love my smart home! My rep Scotty did an amazing job with our home. He didn't upsell us anything he just got us what we wanted. The tech who did the install was super nice and the final product looks amazing. That was months ago now and whenever we have had an issue or question we called our rep and he has helped us out or gotten a technician out to us within a week and resolved it. I'm not sure why some people have had a poor experience. Ours has been great and the costomer service was above and beyond what I expected from a security company. read more